previous icon Back to blog
Nov 20, 2020
5 minutes read

5 Myths Busted For Automating The Customer Service

In a world dominated by an “I need it now” mentality, customers don’t just want their queries solved. They want them solved efficiently and they want them solved now. The days of being put on hold, or scrolling through websites have come to an end and customer service needs to adjust to keep up. Companies need to provide each individual customer with the smart, tailored experience they deserve, that’s why we set out to develop Conversational AI Cloud: a platform for automated customer service.

Conversational AI Cloud is a platform that delivers personal engagement automatically. But what does that mean? How does it work and how does it help your business? Let’s debunk 5 popular myths related to chatbots, virtual assistants, and self-service to explore what value a solid customer engagement platform can deliver to your organization.

1. Isn’t It Just an Overrated Search Bar?

Conversational AI Cloud is more than an easier way for customers to navigate a website, it’s much more than a simple search bar. It guides customers in their journeys and helps them achieve their goals. It also provides analysis, feedback, and information on real problems customers are facing. With search bars, customers are faced with multiple similar search results, this is confusing and frustrating. With Conversational AI Cloud, a customer receives the correct information immediately, instead of having to trawl through search results. It’s a big step towards automating customer service.

2. Customers Want to Talk to Real People

This is one of the biggest myths. In reality, it’s different: Customers want their problem solved, and NOW! It’s an assumption that the best way to solve a customer’s query is with real human beings on the other end of the computer: it depends on the situation. Platforms like Conversational AI Cloud can answer questions before they’re even asked, understanding exactly what individual customers are after. It gives a personal answer right away. By keeping more customers online this way, you leave the phone centers or Live Chat agents free to deal with more complex problems.

3. FAQs Are Enough

Are they really? FAQs are useful of course, they provide instant information to very specific questions. However, there are three main concerns with this.

  1. You are limiting the number of questions a customer can ask. What if their question isn’t answered by your Top 10 FAQs? They’ve then got to click around and figure out where on earth they’re going to find their own answer.
  2. If you have multiple FAQs (for example 20 or 30 FAQs on a page, hidden behind headings or buttons) you create a similar problem as with a search bar. The customer has to fish through all kinds of buttons until they find the right information.
  3. Finally, you have collected all this data on your customers, what they are asking, and how they are asking their questions. FAQs are a great way to utilize this data. Intelligent, AI-powered FAQs are a useful tool for a great customer experience.

With Convesational AI Cloud you can create intelligent FAQ sections which are either page or context-based. It means that the FAQs adjust to who you are and what you are trying to achieve. It recognizes your journey and adjusts relevant FAQs to ensure you reach your goals faster.

4. Why Use Anything Other Than Live Chat?

Live Chat vs. Chatbots is not an easy discussion: both have many benefits. Conversational AI Cloud can reply to thousands of questions a minute, whereas a dedicated team of Live Chat agents might manage a few hundred interactions per day. And when Conversational AI Cloud filters through the simpler questions, the Customer Service team is free to deal with more complex matters.

Additionally, if you only offer Live Chat, what does your customer do when it’s not available? Waiting for the customer to act first leads to a poor customer experience. Proactively offering help before sending a customer to Live Chat will not only free up your Live Chat agents, it gives the customer information 24/7.

The combination of both Live Chat and Conversational AI Cloud makes for streamlined, more efficient customer service, and can make the customer journey much better. 

5. All The Information They Need Is on Our Website

It probably is, but the customer probably won’t be too happy about trawling through search bars and links for 10 minutes only to find out they have to call the finance department after all. If you make it difficult for a customer and put barriers in their way, whether intentional or not, they will go elsewhere. If a customer can solve their own problem first, then they will. But don’t make it difficult for them and don’t waste their time!

Conversational AI Cloud does so much more than just provide information, or reproduce information from the website. It allows for a more dynamic, personalized customer service, which in turn makes for a better customer experience. It provides specific answers to complex questions, multiple choice answers for generic questions, sales pushes and so much more. It intuitively guides customer journeys to resolution in customers’ channel of choice, tailoring guidance around the customers’ intent, preferences, and history. It’s all about optimizing the workforce efficiently, proactively and resourcefully, while making the customer feel good about choosing your company over everyone else.

So while a virtual assistant is essentially a smart self-service platform, it works. It instantly solves problems using a combination of channels, data collected from the users themselves, and direct input from the client. It does all this without jeopardizing the quality of help given to customers, improving the entire customer experience. What else could you ask for?

Discover More About Conversational AI Cloud

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

blackfriday-2024-blog-featured-global
Oct 14, 2024 • Conversational AI

The Art of Simplicity: Helping Your Customers Make Quick Decisions This Black Friday

Black Friday 2024 is just around the corner, bringing with it a great opportunity for retailers to maximize their sales. However, standing out in such a competitive event isn’t easy. Consumers expect attractive offers, fast deliveries, and top-notch customer support. In this article, we’ll show you how to simplify the purchasing process during Black Friday, optimizing everything from promotions to logistics and 24/7 customer service. Discover the best strategies to ensure a seamless experience and increase customer loyalty. Don’t fall behind this Black Friday!

whatsapp-business-blog_image-deals-offers
Sep 11, 2024 • WhatsApp

Increase Conversion With Promotional Messages on WhatsApp

In an age of mass marketing, as well as constant TV, internet and email advertising, it’s safe to say that peak sales periods like Black Friday and the Holiday Season can be something of an overwhelming experience for consumers around the world. Feeling overwhelmed by irrelevant information from companies that doesn't match their personal needs and desires, it's no surprise people might want to switch off their phones, radios, and televisions, tuning out all forms of marketing until the sales peak season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalizing your marketing strategy in a way that suits your customers needs and sensibilities.

unlock-communication-excellence-with-cpaas
Jun 06, 2024 • CM.com

Unlock Communication Excellence With CPaaS

Diving deeper into CM.com's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.

hero-17-sms-customer-service-templates-to-use-today
Apr 29, 2024 • SMS

17 SMS Customer Service Templates to Use Today

Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.

engage-platform-effect-customer-service
Apr 22, 2024 • CM.com

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

digitalizacion-administracion-publica-y-educacion
Dec 18, 2023 • Customer Experience

Elevating Experiences: Customer Engagement Technology Trends in 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

blog-image-chatbots-increase-sales-reduce-costs
Oct 16, 2023 • Conversational AI

Voicebots: The Emerging Force for Customer Service

Voicebots are growing in popularity and are arguably one of the biggest Customer Experience trends of the moment. But what exactly are voicebots? And how can they help your business? Discover our Conversational IVR Solution and read all about voicebots in this blog.

facebook-chatbot-1
Sep 22, 2023 • Chatbots

Chatbots in Action: Facebook Chatbots

In the real world, people use different environments to achieve different goals. They’ll go to brick-and-mortar shops to compare prices and competitors. Visit a showroom to experience products up close. Or schedule a meeting to see a live demo. But is that how it works in the digital world? Yes, it is. The digital world has various environments, too, from websites to messaging channels, social platforms and more.

instagram-chatbot
Sep 13, 2023 • Chatbots

Chatbots in Action: Instagram Chatbots

Every channel where customers interact with a brand offers a different experience. Among the most distinctive is Instagram. Unlike other social media apps, Instagram users scrolling through posts often feel a deeply personal connection with the sources they follow: celebrities, favorite products, and subjects they’re passionate about. It’s a community built on trusting influential people.

Is this region a better fit for you?
Go
close icon